How Automation Can Help Customer Service Agents

Salesforce is the CRM market leader and Salesforce Service Cloud platform designed specifically for customer service and support with AI-driven assistants. Customer experience automation or customer service automation is the process of reducing human involvement in solving users’ inquiries using tools to automate workflows and tasks. Self-service resources, proactive messaging, or simulated chat conversations are tools businesses use to automate customer service. The reason customer service automation works so well is because of how many steps the customer can effectively skip in search of a solution. With automated customer service, customers can also eliminate needless context-setting interactions with support teams and go right to finding a solution. Are there complexities in the return process that are driving customers to competitors?

• A human agent might do that plus send a link to an upgraded device that lasts longer.
• So, your business can use them to resolve the issues in a timely manner and boost customer experience.
• For instance, the AI can provide real-time responses if the answers are in your FAQs page or knowledge base.
• According to the Zendesk Customer Experience Trends Report 2023, 71 percent of business leaders plan to revamp the customer journey to increase satisfaction.
• It’s a huge opportunity to surprise them with engaging support articles.
• Leading automation tools are even capable of proposing corrective measures of their own.

While it is great to embrace technology, the real essence of service lies in human-to-human interactions and personalization. Keep the human touch alive by asking agents to handle complex issues, take feedback, and appreciate customers for choosing you over a thousand others. When customers submit their support tickets, if your agents manually distribute them among themselves, it will only lead to a wastage of time and unnecessary confusion. On the other hand, with automated ticket routing, customer service reps can be assigned tickets automatically and work on issues that are well-suited to their skills or knowledge. When you have true top-to-bottom automation across the entire customer journey, you’ll be collecting data and insights that can help every team, at every step.

Product

This frees up human agents to handle more strategic tasks and complex user queries. Customer service automation is helping businesses like you achieve outcomes such as a 30% reduction in customer service costs, a 39% rise in customer satisfaction, and 14 times higher sales. The “Workforce Optimization” tool maximizes your team’s potential by helping employees provide proactive customer service in their support cases. Automation and AI manage automatic actions that re-prioritize agents’ time away from menial tasks and increase the speed of responses. You have to make sure to strike the right balance to avoid having your personalization come across as creepy.

Customer service AI should serve both the customer and the company employing it. Here’s what each party can gain from AI tools and practices like the ones above. AI-generated content doesn’t have to be a zero-sum game when it comes to human vs. bot interactions. As with other types of written content, AI copy can be used to supplement—not necessarily replace—human-created written communications.

It helps you to reduce costs and save money

Reports show that, 70% of end-users expect to get self-service solutions in companies’ portals. Automations and templates can be beneficial in fast-paced environments, as they reduce the likelihood of human error. This helps to reduce the amount of frustrated customer complaints, as they are still able to receive assistance. Today’s customers value speed and efficiency over interacting with a person.

Each customer receives the same acknowledgement that their ticket is being handled, the same notifications of status changes, and timely responses guaranteed by automated SLA management. For instance, assigning customer issues to the support agents with the wrong expertise leads to transferring customers from one support representative to another. A Survey report by Khoros reveals, 79% of customers want to get fast responses upon reaching out to brands. The faster and more streamlined the customer service is, the happier the clients. Automation of manual and simple repetitive tasks creates room for customer support representatives to give important and urgent tasks their undivided attention.

Pitfalls of Customer Service Automation

The right helpdesk tool scans incoming tickets and can tag them based on the ticket’s channel, contents, tone, and more. Read our Director of Support’s guide to prioritizing customer support requests. For example, you can automatically prioritize pre-sales questions that come in on live chat — these kinds of questions often block sales for someone who’s actively shopping on your site.

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